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South Africa

Service Delivery Analyst

Company HealthPlus Limited
Reference # HP/CT/SDA
Published 06/12/2018
Contract Type Permanent
Salary Market Related
Location Lagos, Lagos State, Nigeria
Introduction
The Service Delivery Analyst is responsible for identifying & implementing opportunities that improve service delivery within HealthPlus and augment the development of a service excellence mindset within the organization.
Job Functions Analysis,Communications,Data Analysis,Data Capturing,Information Technology,Investigation & Compliance,Process Development,Research and Development,Retail,Strategic Communication,Technical
Industries IT - Information Technology,Research,Retail
Specification
•Define measurement metrics for customer surveys and mystery shopping
•Implement CSAT surveys
•Implement mystery shopping program
•Implement internal Service Level Agreement (SLA) program
•Collate, analyse and report on HealthPlus’ service performance across its touch points based on pre- defined service metrics
•Generate reports & provide actionable insights from the data obtained from the mystery shopping exercise and other surveys
•Track the implementation of recommendations from the Mystery shopping
•Develop comprehensive customer analytics across the HealthPlus to gain awareness on customer preferences
•Continuously improve on service metrics and measurement tools (questionnaires) based on evolving customer expectations and organizational priorities
•Active mystery shopper program
•Improved mystery shopper ratings
•Accuracy, completeness and reliability of reports generated
Requirements
•First Degree in any technical field, a Master’s degree is an added advantage
•4 years or more covering a range of service functional areas
•Analytical skills
•Attention to details
•Excellent report writing & presentation skills
•Ability to multitask
•IT Savvy
•Knowledge of survey monkey, google form/docs and renowned data gathering as well as business intelligence tools
•Knowledge of MS Office Suite (Word, Excel, PowerPoint, Visio, SharePoint, Project, Outlook)
•Ability to communicate effectively with staff at all levels and third parties
•Customer Focused
•Process Driven
•Result Oriented
•Team spirited
Job Closing Date 31/12/2018
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